Marriott International - Guest Experience Expert (Receptionist) - Johannesburg Marriott Hotel Melrose Arch 📍 Location: Johannesburg, South Africa 🕒 Type: Full Time 🗓️ Published: 20/06/2025 🔗 Apply here: https://jobtrackerai.com/job/22462396/1 Ace Your Interview Ace your interview at Marriott International with these insightful answers to common questions! 1. Question: What drives you to provide excellent guest services? Answer: I genuinely enjoy making people feel welcomed and appreciated. It's the little things, such as a friendly smile or a thoughtful suggestion for a local restaurant, that can truly make a guest's stay memorable. The satisfaction of knowing I've contributed positively to someone's experience drives me to continually strive for excellence in guest service. 2. Question: How do you handle stressful situations while maintaining a positive demeanor? Answer: In stressful situations, I focus on the solution rather than the problem. Instead of letting the pressure get to me, I prioritize the tasks at hand and address them calmly and systematically. Maintaining a positive demeanor even under stress is all about perspective—I remind myself that every challenge is an opportunity to learn and grow. 3. Question: Can you share an experience where you handled a guest's special request effectively? Answer: Certainly, there was an instance when a guest had a complex dietary restriction and was concerned about dining options. I personally spoke to our chefs to ensure we could provide meals that met her needs. I also curated a list of local restaurants that catered to her dietary restrictions. She was grateful for the extra effort, and her positive feedback was deeply satisfying. 4. Question: How do you ensure that you maintain a professional appearance and communication? Answer: I believe that as a representative of the hotel, my appearance and communication must reflect the brand's image. I adhere to the provided uniform and grooming standards without compromise. In terms of communication, I always ensure to be polite, articulate, and empathetic, whether I'm interacting with guests or colleagues. 5. Question: Can you describe a scenario where your problem-solving skills were tested? Answer: Once, a guest arrived late at night and his room was unfortunately double-booked due to a system error. Understanding his exhaustion and our mistake, I quickly arranged an upgraded suite as an apology and arranged for a late-night snack to be sent to his room. The guest appreciated the prompt resolution and our proactive service made a lasting impression. 6. Question: How familiar are you with handling different payment types and maintaining financial records? Answer: With previous roles in hospitality, I've handled cash, credit, and other forms of payment. I'm proficient in using various hotel management software for processing payments and maintaining financial records. I also understand the importance of balancing transactions at the end of each shift and maintaining the confidentiality of guest information. 7. Question: Can you share any experience you have with handling emergency situations in a hotel setting? Answer: I recall an incident where a guest had a medical emergency during the night shift. I immediately called for medical help, ensured the guest's comfort, and updated his family who was not on-site. I also coordinated with the hotel management to review our process and see how we can respond even more efficiently in the future. It was a challenging situation, but it reinforced the importance of staying calm, taking swift action, and prioritizing guest safety. Remember, the key to a successful interview is to demonstrate how your skills and experiences make you the ideal fit for the role. Good luck!